Refund policy

Return & Refund Policy

We want you to enjoy our incense and incense holders. Due to the nature of our products, we can only offer refunds in limited cases where the item you receive is defective, damaged, or incorrect.

Exchanges are not available.

Eligibility for Refund

To be eligible for a refund:

  • You must contact us within 72 hours of receiving your order.

  • The item must be unused, unlit, and in its original, unopened packaging.

  • A valid receipt or proof of purchase is required.

Important:

  • For hygiene and safety reasons, incense sticks, cones, and other burnable fragrance products are final sale and non-refundable, except where required by law if the product is defective.

  • Used incense holders, burners, and accessories cannot be returned unless defective.

How to Request a Refund

If you receive a defective, damaged, or incorrect item:

  1. Email us at tancense@gmail.com within 72 hours of delivery.

  2. Include your order number, clear photos of the issue, and a brief description.

  3. Once your request is approved, we will provide a return shipping label and instructions.

  4. Refunds will be processed after we receive and inspect the returned item.

Note: Returns sent without prior authorization will not be accepted.

Shipping Costs for Returns

  • If the return is due to our error (wrong item, defective, or damaged), we will cover the return shipping cost.

  • For all other cases, return shipping costs are the customer’s responsibility.

Non-Refundable Items

We do not offer refunds for:

  • Incense sticks, incense cones, and other burnable fragrance products (unless defective as required by law)

  • Used incense holders and burners (unless defective)

  • Sale or clearance items

  • Personal care or fragrance oils

  • Custom or personalized items